Manager of ADR Operations

Job ID
Alternative Dispute Resolution


The AAA is seeking a Manager of ADR Operations in our Western Case Management Center – Commercial Division. The manager will assist and support the vice president with the overall delivery of service on various caseloads, will serve in a leadership capacity to case management staff, and will ensure appropriate resources are utilized to execute assignments and to provide the highest level of internal and external customer service. This position entails a high degree of customer service contact with clients, their representatives, arbitrators, and internal staff both local and remote.


For over 90 years, the AAA has served the public as a not-for-profit organization dedicated to helping individuals and businesses resolve disputes through the effective use of arbitration and mediation. Our commitment to integrity, confidentiality, and neutrality make us the preferred provider of alternative dispute resolution services; our dedication to the public good, our customers, and our employees make us an employer of choice.


We offer a rewarding career, in a fast-paced, results-driven environment. The selected candidate will work alongside a dedicated team of colleagues, and will be eligible to participate in our comprehensive benefits program, which includes health and Rx, dental and orthodontia, vision, discounted pet insurance, disability insurance, basic and supplemental life insurance, 403(b) and Roth 403(b) retirement plans w/company match, a discounted corporate FitBit program, and generous paid time-off benefits.


  • Manages the center’s shared resources team providing case management assistance and financial task related assistance to the center vice president, regional vice presidents, directors, and Managers of ADR Services
  • Serves as the primary contact for regional office executives on routine case management related inquiries ensuring the Association’s rules, policies and procedures are applied appropriately
  • Prioritizes and assesses workload making appropriate assignments to staff to ensure work is completed efficiently using available system data and metrics
  • Delivers the highest level of professional client services and manages cases in accordance with the AAA rules and procedures
  • Proactively communicates case flow and/or performance concerns with the Center Vice President and collaborates to resolve issues efficiently
  • Conducts initial review of case management inquiries (i.e., locale determinations, arbitrator removal/reaffirmations, jurisdictional/arbitrability, refund requests, general complaints, etc.) and utilizes all resources available to independently assess and resolve administrative determinations, when appropriate

Supervisory Responsibilities:
Supervises approximately 4 employees; carries out supervisory responsibilities in accordance with the AAA’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


The ideal candidate takes initiative, possesses leader qualities; is constituent oriented and forward thinking; excels at fostering teamwork and managing performance; and displays a high degree of conflict management aptitude.

Education & Experience: Bachelor’s degree in business or related discipline; and 5 years or more relevant work experience (e.g. comprehensive customer service management in a law office or judicial industry), with at least 2 years of experience in a leadership or supervisory role; or an equivalent combination of education and work experience.


Language Skills: Ability to read and interpret documents such as legal files, business correspondence and procedure manuals; ability to write routine reports and business correspondence; ability to speak effectively, both in person and by telephone, to customers, arbitrators, mediators or employees of the organization.


Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs; ability to understand and interpret statistical reports, data charts and graphs.


Technical Skills: Intermediate proficiency with Microsoft Excel, Word, and web-based case management systems.


The American Arbitration Association is an equal opportunity employer (EEO) and considers all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.


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